Bilingual Customer Experience Manager

Drive customer loyalty and brand reputation as a Bilingual Customer Experience & Retention Manager for a leading Canadian e-commerce organization. Elevate service delivery and optimize customer interactions across all touchpoints.
In this pivotal role, you will be responsible for managing day-to-day customer service functions, leading experience initiatives, and employing technology and data for continuous improvement. Your bilingual skills in English and French will facilitate effective communication with customers while overseeing feedback, retention strategies, and special programs. Collaborate closely with cross-functional teams to enhance the overall customer journey.
Key Responsibilities:
• Manage daily customer experience function and optimize interactions
• Oversee customer service technology and knowledge bases
• Lead post-purchase experiences and handle escalated issues
• Track key customer satisfaction metrics for performance
• Develop and implement cust...